At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewMotorola Solutions Video Division is defining the future of the security industry through innovative end-to-end-solutions. We’re changing the landscape of the surveillance industry through advanced award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with features which include edge-based, deep learning driven object detection, and Appearance Search. Motorola Video analytics platforms allow our users to proactively monitor their premises using advanced video analytics and high resolution / high quality video.
Our Technical Escalations Engineers are the first point of contact within our engineering group for all incoming support cases and escalation. The successful candidate will be focused on critical support escalation through engaging proper resources, eliminating obstacles, replicating problem scenarios, providing hands-on troubleshooting, finding root cause, and identifying and executing necessary steps for effective case resolution.
Job Description
Responsibilities include:
Taking ownership of customer support escalations from an engineering perspective and responding effectively to peers, management and customers until full resolution has been achieved
Analyzing logs and other information related to the incoming cases
Analyzing software application behavior and system configuration details as required to diagnose reported issues
Working with all resources in the engineering department during troubleshooting and root cause analysis
Establishing and maintaining strong lines of communication between all departments and stakeholders.
Determining case priorities in order to provide the appropriate response in an organized manner
Managing expectations by support team and customers, and providing critical deliverables within agreed timelines
Providing all necessary follow through on cases and ensuring customer requirements and expectations are met
Creating internal and external reports as required (e.g. dashboards, monthly reports, daily updates on hot customer issues, etc.)
Implementing, executing and maintaining a Service Level Agreement (SLA) between groups within Avigilon
This position is based in Lisbon, Portugal and the candidate must reside in the Lisbon area as you will be required to go into the office on a hybrid work schedule.
Basic Requirements
2+ years of experience in an engineering, technical support, or customer support role
Qualifications:
2+ years of relevant development experience in the high-tech industry
2+ years of relevant experience in a technical customer support role
Solid understanding of common web and networking protocols and tools, such as Wireshark, TCP/IP, UDP, SSL, HTTP, and communication protocols in general
Strong problem solver with analytical ability to break problems down and to discover the root issue through a process of logical elimination
Experience troubleshooting applications, application logic and complex integrations
Ability to summarize and simplify and make quick decisions
Must be a strong communicator with excellent written and verbal communication skills and the ability to express thoughts effectively
Ability to prioritize workload in a multitask environment
Proven scripting skill is an asset
Proven development and C++ coding skill is an asset
Knowledge and experience with video surveillance technologies, especially Avigilon Control Center, is an asset
Knowledge and experience with audio/video protocols such as h.264 and g.711 is an asset
Knowledge and experience with databases, multi-site deployments, and active directory is an asset
Goal driven with good business acumen
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanNoCompanyMotorola Solutions Portugal, Lda
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
